But the problem with TSA isn’t their social media activity. It’s that their social media activity isn’t matching up with their real-world actions. Blogger Bob is trying to do his best in the time-honored Dell model, but it doesn’t feel like TSA is doing what Dell did to re-engineer their business and to better meet their customers’ expectations and demands.

If I use TSA as an example in a future, it is going to be more along the lines of:

Don’t start down this road unless you’re willing to actually CHANGE based on what you hear. Just saying you’re listening only gets you so far.

So to Blogger Bob, I wish a happy and stress-free American Thanksgiving. To all those travelling, I hope your trips are free of horror stories.

To the TSA, I hope that you’re soon better able to balance the need for security with basic human rights.

And finally, if that video by TSA administrator John Pistole has left you with a bad taste in your mouth, here’s something that’s about airport security, but also a bit more entertaining: webisodes from the Gruppo Rubato production of “Airport Security”, starring buds Kris Joseph and Nancy Kenny, among others.